The Job
This is a temporary role with a 3 to 6-month assignment. You will provide outstanding customer service to our contracted brokers and SCAN Sales Representatives who call into the Sales Support line. Your role will involve addressing questions related to Medicare/Medi-Cal eligibility, network, formulary, benefit design, and other relevant topics to help increase membership. Comprehensive training will be provided at the start of the assignment.
Your Responsibilities
- Answer incoming calls from both internal sales representatives and external broker agents.
- Deliver exceptional customer service to the contracted broker community and SCAN Sales Representatives. Address inquiries related to eligibility, network, formulary, benefit design, commissions, and other related issues.
- Accurately explain and interpret benefits and plan options to callers.
- Provide timely follow-up to callers to resolve their inquiries. Escalate issues to management as necessary and route calls to appropriate internal departments.
- Keep up-to-date with Medicare and SCAN benefits by completing the required training.
- Adhere to all state and regulatory guidelines and comply with the programs set by the Compliance Department.
- Record all calls and follow-up actions in the Sales Support call log according to department standards.
- Collaborate with the team to achieve related results as needed.
- Embrace the transformative power of AI to enhance operations and improve service to our members.
- Actively support the achievement of SCAN’s goals and vision. (Adjust to Healthcare in Action or Homebase Medical as needed.)
- Perform additional duties as assigned.
Your Qualifications
- Required: G.E.D./High School diploma, or an equivalent combination of education, experience, and/or training.
- Minimum of 2 years of sales support experience in a call center environment.
- Strong communication and time management skills.
- Bilingual in Spanish is preferred.
- Excellent interpersonal skills, both written and verbal, with the ability to multitask and maintain confidentiality.
- Ability to work in a fast-paced environment and manage competing priorities effectively.
- Office hours typically Monday to Friday, 8:00 AM to 6:00 PM, with occasional extended hours as needed.